Shipping policy

Shipping Policy

Thank you for shopping with Viomi. We are committed to delivering your order accurately, in good condition, and as quickly as possible. Please review our shipping policy below.


Order Processing

Orders are typically processed within 1–2 business days after payment confirmation. Processing times may vary depending on product availability. Orders are not processed or shipped on weekends or public holidays.
To ensure you receive your items as quickly as possible, orders may be shipped in multiple packages depending on item size, warehouse location, and carrier arrangements.


Shipping Destinations and Rates

We currently ship to the following countries/areas: Mainland UK, Germany, France, Italy, and Spain. Additional regions may be available – please check the checkout page for the most up‑to‑date list.

We offer free shipping on orders over €29 for Eurozone customers and £29 for UK customers. For orders below this amount, shipping costs are calculated based on your delivery address and will be displayed at checkout before you complete your purchase.



Shipping Methods & Delivery Estimates

We partner with major carriers such as DHL, UPS, and FedEx to provide fast, safe, and reliable delivery. Once your order has shipped, delivery usually takes 2–7 business days, depending on your location and the shipping method selected. Delivery times may be longer during peak periods or due to customs clearance.


Order Tracking

Once your order ships, you will receive a Shipping Confirmation email containing your tracking number and carrier information. You can track your package by visiting the carrier’s website, logging into your Viomi account and viewing “Orders,” or using the “Track My Order” feature on our website.


Delayed or Lost Shipments

If your shipment is significantly delayed, please contact both the carrier and our support team so we can investigate. If the package is confirmed lost or the delay is expected to last for a considerable time, we will arrange a reshipment or refund based on your preference.


Damaged or Incorrect Items

Please inspect your order upon receipt. If you receive a damaged, defective, or incorrect item, please keep the original packaging and contact our support team as soon as possible. Provide photos of the product, packaging, and labels so we can resolve the issue as quickly as possible.


Delivered but Not Received

If your tracking shows “delivered” but you have not received the package, please:
  • Confirm your shipping address on the order.
  • Check all entrances and ask household members or neighbors.
  • Contact the carrier with your tracking number.
If you still cannot locate the package after 24 hours, contact our support team with your order number.


Address Changes

Once an order is placed, the shipping address cannot be changed online. Please contact our support team immediately to check whether a change is possible. This depends on whether the order has shipped and whether the carrier offers address-change or rerouting services. Additional fees may apply and will be at the customer’s expense. Changes are not guaranteed until you receive confirmation from our team.
Please note that the destination country cannot be changed, the billing address also cannot be changed once the order has been placed.


Special Requests

If you have special delivery requirements, please contact our support team before placing your order. We will check whether we can accommodate your request. If the order has already been placed, we will try to help, but changes are not guaranteed.


Refused Deliveries

If a delivery is refused without Viomi’s consent, you may be responsible for all return shipping charges and restocking fees.


Contact Us

For any shipping‑related questions, please contact our Customer Support:
  • Email: eu.support@viomi.com
  • Phone: +44 844 704 29981 (Mon–Fri, 9:00 AM – 5:00 PM CET/CEST)